Healthcare Call Center Team Lead/ Hybrid role

As the Team Lead, you will be responsible for the daily supervision, coaching, and performance management of our Customer Success Agent team. You will drive process adherence, manage complex escalations, and ensure our operations maintain efficiency and comply with all regulatory standards. Requirements Associate’s degree (Bachelor’s preferred). 2+ years in a high-volume call center. 1+ year in a leadership/escalation role. 1+ year of health insurance call center experience is required. Proficiency in CRM tools (Salesforce preferred).

salary: $60,000 - $70,000 per year

shift: First

work hours: 8 AM - 5 PM

education: Associate

Responsibilities

Key Responsibilities

Supervise & Coach: Provide real-time mentoring to foster accountability and high morale.

Performance: Track KPIs (Quality, Attendance, Adherence) and conduct regular 1:1s.

Escalations: Resolve complex issues, including complaints, grievances, and appeals.

QA: Monitor service to ensure adherence to HIPAA and NCQA standards.

Process & Compliance

Compliance: Maintain adherence to health insurance regulations (HICS, NCQA, HEDIS).

Optimization: Identify data-driven opportunities to enhance workflow efficiency.

Training: Support onboarding and reinforce best practices in the live environment.

Collaboration & Strategy

Cross-Functional: Partner with Product and Marketing to resolve systemic issues.

Reporting: Present data on team performance and turnaround times.

Projects: Support new product launches and CRM/telephony implementations.

Skills

• QA in call center (2 years of experience is required)
• Leadership (2 years of experience is required)
• Escalation (2 years of experience is preferred)
• Healthcare Call Center (1 year of experience is required)
• Follow-up (1 year of experience is required)
• Providing Feedback (1 year of experience is required)
• Salesforce (1 year of experience is preferred)

Qualifications

• Years of experience: 0 years
• Experience level: Experienced

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.